paper -
31 Updating the User Services Help Desk Support Process at Florida State University
Diana
Orrick, Florida State University
Jeff Bauer, Florida State University
The User Services division of the Office of Technology
Integration is the "safety net" for computer support at Florida State
University (FSU). Areas of support include training, help desk services,
campus-wide software site licensing and assistance by highly trained computer
technicians. Support is provided seven days a week for 40,000 students,
faculty, university administration, and staff. This paper outlines the steps
taken to update, improve, and expand the technological support services offered
at FSU and is directed to other university support staffs considering similar
expansion.
The entire
software system of collecting, recording, and tracking problems is undergoing
an update to the present day needs of the technological community at FSU.
Currently, two job-ticketing systems are in use, Lotus Approachİ and the Remedy
Action Request Systemİ (ARS) for administrative and academic support. Updating
involves moving to a single job ticketing system (ARS) and incorporating the
best features of both into the help desk support process. The needs of the
various support groups using the system have been met through improved form
design, automatic notifications, escalations, and the addition of data analysis
methods for reporting information gathered into the database. Another
improvement includes a web accessible means to tap into ARS that will provide
greater ease of use by technicians in the field. In addition, a self-help
knowledge base using customized CGI scripts is being developed to allow general
users to mine data on frequently occurring problems.
In order to meet the growing demand, the User Services staff continues to examine and expand their role to provide up-to-date, efficient response on support issues facing the users of technological resources at Florida State University.